Class 12 Business Studies - Chapter Consumer Protection NCERT Solutions | Which quality certification mark is used

Mrs. Mathur sent a jacket to a laundry shop in January 2018. The jacket was purchased at a price of ₹4,500. She had previously sent the jacket for dry cleaning with Shine Dry Cleaners and the jacket was cleaned well. However, she noticed that her jacket had white discoloration marks when she collected the jacket this time. On informing the dry cleaner, Mrs. Mathur received a letter confirming that discolouration indeed appeared after the jacket was dry cleaned. She contacted the dry cleaner multiple times and requested for compensation for discoloured jacket but to no avail.

Upon Consumer court’s intervention, Shine Dry Cleaners agreed to compensate ₹2,500 to Mrs. Mathur for the discoloured jacket.

a. Which right was exercised by Mrs. Mathur at the first instance.
b. Name and explain the right which helped Mrs. Mathur to avail the compensation.
c. State which consumer responsibility has been fulfilled by Mrs. Mathur in the above case.
d. State any other two responsibilities to be assumed by the consumers.

Under which consumer right does a business firm set up consumer grievance cell?

Explain the redressal mechanism available to consumers under the Consumer Protection Act, 1986.

FSSAI (Food Safety and Standards Authority of India) has made a proposal for hotels and other food outlets to declare the kind of oil/fat used in cooking each of the food items on their menus. Name and explain the Consumer Right being reinforced by this proposal.

Name the component of product mix that helps the consumer to exercise the right to information.

Who can file a complaint in a consumer court?

State any two relief available to consumers under CPA.

Enumerate the various Acts passed by the Government of India which help in protection of consumers’ interests.

Explain the importance of consumer protection from the point of view of a business.

Explain the rights and responsibilities of consumer?

How does planning provide direction?

What is meant by staffing?

Identify the network of social relationships which arises spontaneously due to interaction at work.

What is informal communication?

State the meaning of controlling.

What is meant by capital structure?v

What is meant by management?

What is a Treasury Bill?

State any two advantages of branding to marketers of goods and services?

What makes principles of management flexible?

How does informal organisation support the formal organisation?

Name any two Specific forces of business environment affecting business.

If an organisation does not provide the right place for physical and human resources in an organisation, which principle is violated? What are the consequences of it?

Explain the following terms:
a. Liberalisation
b. Privatization
c. Globalisation

‘An effort to control everything may end up in controlling nothing.’ Explain.

What is meant by business environment?

Explain the qualities of a good leader? Do the qualities alone ensure leadership success?

Aval Ltd. is engaged in the business of export of canvas goods and bags. In the past, the performance of the company had been upto the expectations. In line with the latest demand in the market, the company decided to venture into leather goods for which it required specialised machinery. For this, the Finance Manager Prabhu prepared a financial blueprint of the organisation’s future operations to estimate the amount of funds required and the timings with the objective to ensure that enough funds are available at right time. He also collected the relevant data about the profit estimates in the coming years. By doing this, he wanted to be sure about the availability of funds from the internal sources of the business. For the remaining funds, he is trying to find out alternative sources from outside.

a. Identify the financial concept discussed in the above paragraph. Also, state the objectives to be achieved by the use of financial concept so identified. ( Financial Planning).

b. ‘There is no restriction on payment of dividend by a company’. Comment. ( Legal & Contractual Constraints)

(Further information related to the above question 6) The management of company Bhasin Limited now realised its folly. In order to rectify the situation it appointed a management consultant -Mukti Consultants - to recommend a restructure plan to bring the company back on the rails. Mukti Consultants undertook a study of the production process at the plant of the company Bhasin Limited and recommended the following changes —

• The company should introduce scientific management with regard to production.

• Production Planning including routing, scheduling, dispatching and feedback should be implemented.

• In order to separate planning from operational management ’Functional foremanship’ should be introduced.

• ‘Work study’ should be undertaken to optimise the use of resources.

• ‘Standardisation’ of all activities should be implemented to increase efficiency and accountability.

• To motivate the workers ‘Differential Piece Rate System’ should be implemented.

(The above changes should be introduced apart from the steps recommended as an answer to Part c - case problem 6 above.) It was expected that the changes will bring about a radical transformation in the working of the company and it will regain its pristine glory.

a. Do you think that introduction of scientific management as recommended by M consultants will result in intended outcome?
b. What precautions should the company undertake to implement the changes?
c. Give your answer with regard to each technique separately as enunciated in points 1 through 6 in the case problem.

Can a large sized organisation be totally centralised of decentralised? Give your opinion.